The Cosmopolitan of Las Vegas

The Cosmopolitan is not was it used to be. The popularity of the top hotels in Las Vegas often wanes with he emergence of new, flashy brands. Only a few sustain their brand equity through updates and impeccable service. In the case of the Cosmopolitan, they seem to be on the downward trajectory. The Cosmo has been my go-to for various conferences in Las Vegas over the past several years. I decided to bring my family so my son could attend the Vegas Golden Knights game for his 13th birthday. Upon check in, he was wished a happy birthday. Any degree of hospitality or going the extra mile for a Marriott Titanium member ended there. Despite rooms being available, they only offered an upgrade to a room with one bed (we are a family of 4). They required us to pay for an upgrade in order to get a pull out couch for the kids. When you demonstrate loyalty by spending 75+ nights/year at Marriott, one would expect some basic benefits. The room we paid to upgrade to is the same category room I have stayed in in the oast, for no additional charge. Early check in? I had called ahead and noted that we would arrive at 9:30am. We checked in and they noted that we could probably get a room by Noon. At 3pm we were waiting by the desk and they still claimed to not have a room available (of course, they could get us one immediately if we wanted to pay to upgrade to a higher tier, or downgrade). Upon arrival at our room, the corkscrew had some sort of rotten food (cheese maybe?) on it. We managed to get a clean one an hour later. The shower handle was broken and there was low water pressure. Late check out? 2pm is "the best we can do." Again, "we are not really Marriott." In terms of its association with Marriott and related Marriott Bonvoy benefits, Marriott should be ashamed of marketing any sort of connection. On more than one occasion, I was told by staff, "we are not a real Marriott" or "we are not really Marriott," though Marriott markets the hotel as part of its program. There are virtually no Bonvoy benefits. After the inability to get us checked in on time, the staff member at the desk wished my son a happy birthday again and noted that he would send up chocolates. A nice gesture. One that, of course, never materialized... I am certain that there will be many excuses for the lack of service. It's Vegas where it is "pay to play" after all. Poor leadership teaches deflection and denial - hospitality needs to become a core value of this hotel. My attempt to contact a GM or anyone other than a junior manager was blocked. I will not stay here again. Read less

Wow!! You should definitely make plans to stop at the Cosmopolitan Hotel when you visit Las Vegas! It’s a Fantastic Place and a Fun Stay! For instance…there's a Hidden Speak Easy you have to find:) When you find the entrance and you’re allowed to enter….you’re in another world:) We had the pleasure of meeting Mr. Franklin. He was professional, cordial, welcoming, and we had an Absolutely Fantastic Time! His Personal Attention, Positive Personality, Kindness and Friendly Service Made Our Stay at the Cosmopolitan Even More Memorable! Keep your eyes open and take the time to find this Fun Hidden Gem…you won’t be disappointed!! Thank You Mr. Franklin…Job Well Done!! We’ll Be Back!! Read less

We arrived at 4:30 pm on a Wednesday to check in to our wraparound fountain view terrace room. The line was fairly long and took us 25 minutes to get to the front. The lady that helped us didn’t seem to be in a good mood and asked how she could help us. We explained that we wanted to check in and were excited to finally stay at Cosmo for our 20th anniversary special vacation. She said welcome and typed away. I asked if we could possibly get a high floor because we didn’t want to hear too much noise. I told her I had read reviews of pool parties keeping people up all night. She said she would see what’s available. She picked up the phone and asked someone for a high floor and they put her on hold for 10 minutes. After 10 minutes she hung up the phone and said that the room that she was going to put us in would be fine and if we didn’t like it we could move tomorrow. I asked if it was a high floor fountain view wrap around like I had asked for and she said it was all she had and that she couldn’t get manager approval on the phone for anything else. We got up to the room and it was on floor 22 and it was directly behind a giant Bellagio sign. We could only see the top of the fountain heads if we went to the far left of the balcony, next to our neighbors partition, who were out there smoking pot and partying. We were also right over the pool and could hear everyone taking below us at pool. I called down to complain and see if we could get moved and they said to come back down and sort it out. I got back down to the lobby and the line was huge, easily over an hour. I got in the lost key line and got helped in 30 minutes. I explained our view and how it was not of the fountains and showed him a picture. He got on the phone again to management and asked for another room. They told him that there were no other rooms. I asked him if I could move to a regular fountain view or corner room and he said no, that’s all I could have. They were fully booked and I could move tomorrow. I said I didn’t want to wait around all day and move at 2pm the next day and he assured me that we would be moved at 10 or 11 am. I went back to the room to have my wife nearly in tears as she showed me all of the male fluid stains on the couches, chairs and carpet. After dinner we took these photos back down and asked to talk to a manager. We showed her the photos and asked to checkout in the morning and not be charged for the other nights as we were going to book a room at the Wynn instead. The manager lady said that she would take care of everything. The next morning we left at 11 am checkout and moved to the Wynn. At 2 pm I got a text that our new room was ready at Cosmo. I ignored it as the manager said it was all taken care of. Then I got a call at 4pm asking when am I going to move rooms? I told the lady on the phone what happened and she said that they have no record of what I said. I asked her to please speak to her manager and sort it out as I didn’t want to be charged for the additional nights and she said she would. When I got home from the vacation I checked my credit card and I had a pending charge from Cosmo for the entire 3 night trip. I asked for customer service and the lady asked for proof of what happened and the managers name. I asked to talk to her manager and told them the whole story and told them to review the video at the exact time I had these conversations. I got a call back a little while later saying that they reviewed my key swipes of the room and footage and that I wouldn’t be charged for the other 2 nights. I would never stay at the Cosmo again ever. They had little care to fix our situation, ruined hours of our anniversary, maintain horrible customer service, have filthy rooms with disgusting stains that no person should have to see when they pay $700 plus per night and then don’t even get the view that they paid for. I had read review of horrible customer service and that all of their good employees left when MGM bought them out but I didn’t believe it. Read less

Booked my Comp room with Amanda Kelly! She made sure I got a queen room overlooking the fountains. She also got me a late check out for 2pm. as I was flying home on the Red Eye! She answered my questions and made me feel very welcomed and appreciated to come back to the Cosmopolitan! Thanks Amanda!!!!!!! Stayed from Sept 23rd to the 28th with my niece and my sister in law. We had a nice room in the Chelsea tower on the thirtieth floor. Really enjoyed the balcony view of the fountains because the side walk in front of the fountains is closed due to the construction for the Formula one. We ate at secret pizza (not too secret given the long lines) but so worth it. We also ate at Bang Bar and Lardo in Block 16. We did lunch in the Wicked Spoon. All good. My niece and her friend got free tickets into the Marque night club with free drinks till 12:30. They had a blast and stayed until 2 am. We went to the Boulevard pool and enjoyed both pools and the hot jetted pool. We had a couple of nice drinks and a hummus platter. Enjoyed the casino every day and even got a jackpot of $1650.00 playing the Mask. It was very exciting. Housekeeping did a great job everyday and of course we tipped them every day. Please be sure to do that. Left our bags with the bell desk until 8pm for our taxi to the airport. Tip them too. All in All a great trip. Brought home some Vanilla Sky Scent sticks to make my bedroom smell like the Cosmopolitan. Until I can come back again. Still my favorite hotel in Vegas! Read less